Nordics Last Mile Ops Leader: Field-Driven & AI-Enabled

Westwing; Poznań; On-site; PLN 240,000 - 420,000; Full time

Benefits offered by this job

High-performance culture

International environment

20–28 days of paid holiday

Exclusive discounts

Wellbeing resources

Team rituals

Subsidised daily lunches

Job summary

Westwing is seeking a hands-on Last Mile Operations Manager - Nordics, based in Robakowo, Poland. You will own end-to-end delivery and returns performance, build carrier partnerships, and drive continuous improvement using AI-driven workflows.

You will lead one regional coordinator, travel within the region, and collaborate closely with Customer Care to improve customer satisfaction and NPS. Fluency in English is required; Nordic language skills are a plus.

Qualifications

• 5+ years of experience in last mile, transportation, or e-commerce logistics.
• Depth in home delivery networks and complex returns operations.
• Proficiency with self-served analytics (SQL, BI tools) and AI workflow experience.
• Willingness to travel ~33% of time within the region.
• Experience collaborating with Customer Care to reduce complaints and improve NPS.
• Strong commercial acumen and leadership experience.
• Fluency in English; Nordic languages a plus.

Responsibilities

• Own end-to-end regional delivery and returns performance, ensuring premium customer experience.
• Manage carrier performance, rate architecture, and service quality; lead one regional coordinator.
• Spend ~33% of time in the field conducting ride-alongs and auditing hubs.
• Develop and deploy AI agents, workflows, and SQL data models for tracking and auditing.
• Partner with Customer Care on Voice of the Customer, KPIs, and taxonomy alignment.
• Automate repetitive tasks and expand the coordinator's scope to high-value work.
• Drive innovations in PUDO networks, white-glove delivery, and sustainable reverse logistics.

Skills

Last mile experience

Home delivery networks

Leadership

Customer Care collaboration

Commercial acumen

English fluency

Travel readiness

Tools

SQL

BI tools

Job description

Westwing is seeking a hands-on Last Mile Operations Manager - Nordics, based in Robakowo, Poland. You will own end-to-end delivery and returns performance, build carrier partnerships, and drive continuous improvement using AI-driven workflows.

You will lead one regional coordinator, travel within the region, and collaborate closely with Customer Care to improve customer satisfaction and NPS. Fluency in English is required; Nordic language skills are a plus.